Hospitality & Tourism Management Consulting

This assignment delves into the field of management consultancy within the travel, tourism, and hospitality sector. It examines various aspects including customer satisfaction, sustainability practices, and the impact of information technology. The provided reading list comprises academic journal articles and books that shed light on key themes such as Muslim tourist perceptions, online reviews, and the sharing economy's influence on hotels.

Hospitality Provision in
Travel & Tourism Sector

Table of Contents
INTRODUCTION...........................................................................................................................1
Main Body...................................................................................................................................1
Task 1...............................................................................................................................................1
1.1 Discuss the interrelationships between hospitality and wider travel and tourism businesses.
.....................................................................................................................................................1
Concepts of Hotel and Hospitality industry................................................................................2
Structure of hospitality industry..................................................................................................2
Main primary hospitality service provider..................................................................................2
Classification of hotel.................................................................................................................3
Food and beverages.....................................................................................................................3
Integration with travel and tourism industry...............................................................................3
Services related to conferences and other additional services....................................................4
TASK 2............................................................................................................................................4
2.1 Analyse the implications of integration to the hospitality industry......................................4
2.2 Discuss how integration has affected a hospitality business.................................................5
TASK 3............................................................................................................................................6
3.1 Develop a rationale for a selected project clearly justifying decisions linked to target
market..........................................................................................................................................6
3.2 Develop a plan for a hospitality business which includes the operational requirements of
the business’ organisational structure in relation to human resource allocation.........................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Hospitality and travel and tourism industry plays a very deep and crucial part in overall
functionality of business operations and help hotel and hospitality firm to meet needs and
demands of travellers, tourists or customers effectually. This report will lay emphasis on wide
range of business operations that are followed by a hospitality firm. The hotel and hospitality
organisations are interconnected closely with tourism sector and cater functional needs of its
customers in much better and effective way (Cook, Hsu and Marqua, 2014.). Also, this approach
will help hospitality firm to grow and develop in a very significant manner. For the report,
Marriott Group of hotels is been taken in effective thought process. This report will lay emphasis
on wide range of business operations with details about different sort of hospitality functions that
are followed by organisation to carry out its operations. An effective implication of integration
process and its effect on a wide range of business operations is been followed. Besides this, the
rational on different business operations will be presented and a business plan for better growth
and meeting the needs and developments of tourists and travellers from around the world is been
taken in consideration (Zervas, Proserpio and Byers, 2017).
Main Body
Task 1
1.1 Interrelationship between hospitality and wider travel and tourism businesses
The hospitality industry works on a better level with integration of tour and travelling
sector that has increased its functionality in a very effective manner. It will help firm of both
sectors to perform their actions effectively and handle operations of organisation in a very
appropriate manner. The integration of operations of both firms will help each other to improve
and grow in a better way that help in significant rise of operational capability of a business firm.
The collaboration between both sectors help in development of better services and support
fulfilment of needs of organisation as well as customers (Zaitseva, Goncharova and Androsenko,
2016. ). The interrelation and collaboration will help organisation to handle its business
operations. The Marriott Group will look after effective integration of a wide range of business
operations that will help in effective rise in operational efficiency and productivity of cited
business organisation. This improvement in functional capacity and effective handling of
business operations will support suitable rise of wide range of its operations. This will also help
hospitality firm to develop high quality product and services as per requirements of their
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respective customers. It also helps the hospitality firm to handle business conference, meetings,
and holidays as well as managing aviation facility of their customers. This approach also
includes a wide variety of factors that will lay a significant impact on overall functionality of
business firm (Schegg and Stangl, 2015). Some major factors or elements that are taken in
effective consideration by Marriott Group are:
Concepts of Hotel and Hospitality industry
In the hospitality industry, a wide range of business operations are taken in consideration
that helps this industrial sector to grow and develop in an effective and significant manner. This
will also help Marriott Group to develop high quality of services and products in order to meet
needs and demands of customers on global level. It will enable company to provide better
accommodation and other operational services that will help in better handling of wide range of
business operations (Becker, 2015). With the increase in global exposure and cultures and
adoption of innovative technologies and process to develop better services and products for the
customers will help in effective management of good quality of product and services of tourists
or customers. This will also help the cited hospitality firm to get a better idea about expectations
of their customers and develop a good quality of products and services to gain a better
satisfaction level. It will also improve overall productivity of hotel
Structure of hospitality industry
The hotel and hospitality industry will include a wide range of business operations that
will help in better handling of business operations effectively. The standard structure of a
hospitality and hotel firm will include a front desk or reception, food and beverage department,
room services, accommodation and other additional services like spa or bar and theme parks, that
are been provided by the hospitality industry. This effective structuring of the hospitality
industry helps the firms like Marriott Group to handle the business operations in a much better
way (Walker, 2016.).
Main primary hospitality service provider
There are some major hospitality firms that work in hotel and hospitality industry and lay
a significant impact on maintaining quality standards of hospitality industry. Some major firms
or groups like Marriott and Hilton Group which fall in the category of luxurious hotels that help
in better handling of business operations that help in effective rise in business operations.
Besides this, being top-notch hotel firms, they provide their customers with high quality of
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products and services that will help firm to gain a better productivity. The provided high class
services and products will help the hospitality firm to meet the requirements of customers and
support the good content level of its customers. Other than this, it will also help in building of
better relationship with their respective customers or client (Law and et.al., 2015).
Classification of hotel
The basis classification of a hotel or hospitality firm is done on the basis of start rating,
which is required to be followed by business organisation to develop and grow in a much better
way. The one star rating is the lowest and indicate nominal quality of products and services to
offer while, five star rating is the highest standard of services and products to be offered by hotel
and hospitality firm. The cited firm falls in category of five star hospitality firm and is well
known for providing its customers with high quality of products and services. Besides this, it
also offers the additional services like theme parks, restaurant and bar and travelling facility to
nearby local areas. This helps to improve satisfaction level of their customers at Hotels of
Marriott Group (Jones, Hillier and Comfort, 2016.). Besides this, it will also help in maintaining
and improving brand image of cited firm on global level.
Food and beverages
The customers of travel and tourism sector will require the proper accommodation and
food services. In order to tackle that issue, the hospitality firms will provide better facility of
food and beverages that will help in effective achieving of satisfaction level of their customers.
Many times, the hotel firms collaborate with the restaurants or food chains to provide better food
products and snacks to their customer. Besides this, the outlets like KFC, McDonalds etc also
work in hospitality sector, where they cater a wide deal of customers. It helps the customers to
get a better satisfaction level and generate a good amount revenue generation. Majority of
hospitality sector consists of firms providing the services and products related to food and
beverages (Schuckert, Liu, and Law, 2015).
Integration with travel and tourism industry
Mainly, hospitality firms will integrate or work in collaboration with the travel and
tourism sector that will help in better growth and development of associated firms in both the
industries. They will take in consideration a wide range of measures to meet the requirement
criteria of business operations. This will also help in maintaining the quality standards and
provide better opportunities to adopt and acquire better and innovative services of customer
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satisfaction. It will also help the hospitality firm to improve its productivity in a much better way
(Radojevic, Stanisic and Stanic, 2015).
Services related to conferences and other additional services.
The hospitality firm will help in better handling of wide range of operations that helps in
effective rise of services and functionalities like organising meetings, conferences and other
events that will help in better rise in satisfaction level of their customer and support a good
revenue generation by hospitality firm. This will make hospitality firm to acquire better and
innovative measures to provide customers with better products and services at hospitality
organisation (Kim, Vogt and Knutson, 2015).
TASK 2
2.1 Analyse the implications of integration to the hospitality industry
The integration process will lay a very deep and significant impact on operations of a
hospitality firm that will help in the better handling of its business operations and will help in
suitable rise in operational capacity of a business organisation. This acquisition approach will
help the hospitality firm to improve its overall functionality and increase the efficiency of
business firm. The integration process has helped the hospitality firms like Marriott Group,
Accor Hotels, Hilton Group and other major hospitality firms to increase the productivity and
profitability and meet the operational requirements of the business firm as well, as their
customers in a much effective way. The acquisition process will help the acquiring as well as the
acquired firm to improve their functionality and will help in meeting the needs and demands of
their customers. It creates a better market stability and will help the business firm to improve the
overall operational measures that are been taken in consideration by the firm. This integration
approach will help the firm to improve the overall functionality of hotel organisation and adopt
the better and innovative ideas and will help in effective improvement of service quality (Yüksel,
2017.).
The major implication that is been taken in effective consideration by organisation for the
better growth and development of services like quality of room services, food and beverages and
improving the transportation services. This approach helps the firm to increase the overall
efficiency and increase their revenue generation capacity. It also helps in meeting the needs and
demands of their clients and customers. The increase in revenue generation is the main and major
factor that is been taken in effective consideration by hospitality firms like Marriott group, Accor
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hotels, Intercontinental and Wyndham Worldwide will help in the better improvement in the
operational capacity and customer satisfaction level in a much effective and better way. It will
help the firm to provide a better and high quality service to their customers. Besides this, the
collaboration will; help both the firms to get better identification by improving their brand image
and equity in the mid set of their customers. It will also help in development of a good quality of
perception that will help in suitable rise in productivity of the cited business firm (Eid and El-
Gohary, 2015). The acquiring firm gets the proper way to meet the operational requirements of
their organisation and will also help in improving and enhancing of high quality services
measures like improving the quality of food or increasing the room services at hospitality firm.
This approaches will help in better handling of business organisation. This approach will also
support a good revenue generation and will lead to increase in customer or clients satisfaction
level.
Both, horizontal and vertical approach of integration will be used by Marriott Group. The
vertical integration approach involves the usage of approaches to acquire the organisation
completely while in horizontal integration, the products or services is been acquired. The
Marriott group will be highly benefited by this approach as it will help in the effective and better
rise in the operational capacity of the organisation and will help in suitable increasing of its
overall functionality. This will also support post acquisition activities like recruitment, training
and staff allocation process that will lay a very deep and significant impact on core functionality
of the hospitality company. This measures are to be taken in better handling of operations that
will increase the feasibility and effectiveness of firm in hospitality sector. The improvement and
innovation of services and products, leading to rise in their satisfaction level will lay a very
crucial and deep impact on functionality of Marriott Group on a global level (Brandon-Jones,
and et.al., 2016).
2.2 Discuss how integration has affected a hospitality business
The integration process had laid a very deep and significant impact on the overall
operations of company. The hospitality firm has to look after the better handling of wide range of
operations that will lay a deep and significant impact on its operations. The hospitality firms like
Marriott International, Accor hotels, Intercontinental Hotels Group, Greene King, Marston’s Plc,
Heineken and Whitbread will be highly benefited by the merger or acquisition approach. This
has not only helped the company to gain a better control over its operations and have a better
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insight of their clients details but also improve the revenue generation process, in a very effective
manner. These firms have gained a great deal of effectiveness and operational ability by opting
the approach of collaboration with other hospitality firm or organisation from other service
sector. This approach helped the firm to improve their organisational functions that is needed to
be taken in consideration that will help the firm to increase the overall business operations. Other
than this, the hospitality firms like Marriott Group or Accor hotels have laid a very deep impact
on organisation that will help in better management of wide range of business operations and
revenue generation. For instance the taking over of Starwood hotels and Resort by Marriott
Group has helped the organisation to have a better control over its operations and generate a high
quality of revenue that has impacted the overall operations and functions to meet the operational
requirement of hospitality organisation. This approach is required by almost every big or major
hospitality firm that needs to improve its functions and handle the business operations in a better
and significant manner (Battour and Ismail, 2016). This acquisition approach has helped the
Marriott Group to cater maximum number of customers and gain a better productivity. The
integration has catalysed the growth rate of business operations and has supported the better
market stability. Besides this, it also helped Starwood hotels and Resort to have a good quality of
services and meet the operational requirements of the organisation. This approach has also
helped in better development of new and innovative services in acquired firm by the Marriott
Group. This has also helped in better handling of operational functions that have lead to a deep
and significant increment of customer satisfaction level.
Other than this, Marriott Group is a well known brand name in hospitality sector. The
associated firm, Starwood hotel and resort get the advantage of its association with the cited
firm. This acquisition or merger increased the brand value of the former company and thus has
attracted a good number of customers and tourists towards the cited business organisation. Other
than this, the value of product and services that were been offered by Starwood Hotel and Resort
has also increased due to the collaboration with Marriott Group. Besides this, it increases the
customer base of the acquired business firm. Thus, in this way, the integration or acquisition
approach helps a hospitality company (Brandon-Jones, and et.al., 2016).
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TASK 3
3.1 Develop a rationale for a selected project clearly justifying decisions linked to target market.
The rationale of the hospitality industry will lay a very deep and significant impact on the
overall functionality of the business operations that will helps the Marriott Group to improve its
productivity and profitability. As Marriott Group has acquired the Starwood hotels and Resort, it
holds the control over its operational capacity and thus the later firm can also participate in the
decision making process of the organisation. This will help the organisation to handle the wide
range of business operations that will help in gaining a good control over the operational
capacity of the organisation (Zervas Proserpio and Byers, 2017). This will help in improving the
organisational structure of the company and will help the firm to meet the quality standards set
by the Marriott group. Other than this, the acquisition process will also help in improving the
quality of processes and services that will lay a very deep impact on the overall functionality that
will help in the suitable rise in the functionality of the business firm.
Also, Marriott Group is a Five star rated hospitality firm. This will help the Starwood
Hotel and Resort to make the necessary alteration to meet the quality level and expectation of the
clients and customers of Marriott group. The major services that will help the business
organisation will help the business firm to have a better opportunity to develop its services and
products related to food and beverage services and help in improving the catering facility of
Marriott Group. The quality standards that are been set by the acquiring firm will lay a very deep
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and crucial impact on functionality of Starwood Hotel and Resort. This will also impact the
overall functionality of firm and will help the hospitality organisation to meet the needs and
requirements of a targeted group of wide range of customers on the international level. This
approach is required to be handled in effective manner to meet the operational requirements of
business operations (Schegg and Stangl, 2017).
3.2 Develop a plan for a hospitality business which includes the operational requirements of the
business’ organisational structure in relation to human resource allocation.
A better business plan will help the firm to gain a better control on the operational
capacity of business operations. It will help in the better growth and development by having an
effective rise in the operational capacity of the business operations. The business plan for
development of a hospitality firm will be as follows:
Idea: The plan is here to control a better operations fior developing a better restaurant with a
hotel. The location will be on the prime tourist area of UK that will help the firm to gain the
larger number of customer base. The major vision is to have a better control over the business
operations and develop a better product or services. This will also target the middle to high class
customers to have a better profitability. Also, the better utilization of geographical factors will be
taken in consideration.
Market research: The extensive market research will help the firm to gain a better control over
its operations and have a good knowledge of the risk factors and the opportunities that are been
observed by the organisation. Besides this, it will also help the hospitality firm to identify its
target market and target customers that will help the organisation to have a better control over the
business operations. From the extensive market research it can be concluded that the target
market for the firm will be UK and the target customer base will consist of middle and high class
people (Law and et.al., 201).
Investment and licensing: As the acquisition, the firm will get the monetary help from Marriott
group and will help in better management of wide range of business operations. This investment
will help in execution of a wide range of business operations. Other than this, the loan can be
taken for the further carrying out of operations. Besides this, the proper license will be taken to
carry out the operations related to hospitality.
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Besides this, certain factors will be taken in effective consideration that will help in the
better deciding of the business operations in a much better way. Some factors that are been put in
the thought process are:
 Ambiance: the interior of hotel will be the major factor that will attract the good number
of customers. A good and supportive, well lit and suiting interior will help the firm to
attract more and more customers and generate good revenue. This will include the
interior as well as the exterior environment of the hospitality firm.
 Pricing: the goods and products that are been offered by the hospitality firm will as per
the standard of the quality. As the firm is acquired by Marriott Group, the quality of the
food and other services will be high thus, the hospitality will place the pricing on the
services accordingly.
 Customer flow: the customer flow will be dependent on many factors like the location
of firm, quality of services and pricing of products and services that are been offered by
the organisation. This will help the organisation to gain a sustainable customer base and
have a higher level of productivity and profitability.
 Linkage to target customers: the cited hospitality firm has to look after the better
handling of high quality of measures to have a better linkage to its target customers. This
approach will help in better handling and effective rise in operational capacity of
business organisation and gain a sustainability in a better way.
CONCLUSION
Thus, this can be said that hospitality industry plays a very crucial role in the operational
growth and development of travel and tourism sector. It will help in the better development of
business operations that are been related to rise in functional capacity of business organisation.
This report laid an emphasis on wide range of business operations with the details about the
different sort of hospitality functions that are been followed by the organisation to carry out its
operations. An effective implication of integration process and its effect on wide range of
business operations is been followed. Besides this, the rational on different business operations
that is been presented will help in getting the better insight of the business operations. Apart
from this, the business plan for better growth and meeting the needs and developments of tourists
and travellers from around the world that is been taken in consideration will help in setting up of
a hospitality firm in a new locality and help in catering the target customer base set by the firm.
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REFERENCES
Books and journals
Battour, M. and Ismail, M.N., 2016. Halal tourism: Concepts, practises, challenges and
future. Tourism management perspectives. 19. pp.150-154.
Becker, E., 2016. Overbooked: The exploding business of travel and tourism. Simon and
Schuster.
Brandon-Jones, A. and et.al., 2016. Examining the characteristics and managerial challenges of
professional services: An empirical study of management consultancy in the travel,
tourism, and hospitality sector. Journal of Operations Management. 42. pp.9-24.
Cook, R.A., Hsu, C.H. and Marqua, J.J., 2014. Tourism: the business of hospitality and travel.
Boston, MA: Pearson.
Eid, R. and El-Gohary, H., 2015. Muslim tourist perceived value in the hospitality and tourism
industry. Journal of Travel Research. 54(6). pp.774-787.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas. International Journal
of Contemporary Hospitality Management. 28(1). pp.36-67.
Kim, M., Vogt, C.A. and Knutson, B.J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism
Research. 39(2). pp.170-197.
Law, R. and et.al., 2015. Distribution channel in hospitality and tourism: Revisiting
disintermediation from the perspectives of hotels and travel agencies. International
Journal of Contemporary Hospitality Management. 27(3). pp.431-452.
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management. 51. pp.13-21.
Schegg, R. and Stangl, B., 2017, January. Information and Communication Technologies in
Tourism 2017. In Proceedings of the International Conference in Rome, Italy.
Schuckert, M., Liu, X. and Law, R., 2015. Hospitality and tourism online reviews: Recent trends
and future directions. Journal of Travel & Tourism Marketing. 32(5). pp.608-621.
Walker, J.R., 2016. Introduction to hospitality. Pearson Higher Ed.
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Yüksel, A., 2017. A critique of “Response Bias” in the tourism, travel and hospitality
research. Tourism Management. 59. pp.376-384.
Zaitseva, N.A., Goncharova, I.V. and Androsenko, M.E., 2016. Necessity of changes in the
system of hospitality industry and tourism training in terms of import
substitution. International Journal of Economics and Financial Issues. 6(1).
Zervas, G., Proserpio, D. and Byers, J.W., 2017. The rise of the sharing economy: Estimating the
impact of Airbnb on the hotel industry. Journal of Marketing Research. 54(5). pp.687-
705.
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